Case
Study
Tech Support
Co. - Networking / Servers / Hardware / Software
A Few Screen
Shots of the Workflow Solution...
PROCESS
ONE
Created
an easy to use menu naviagation form for all software
objects
PROCESS TWO
Built the administrative view for by client/company
ticket tracking in line item and sub line item fashion.
Easily holds 1000's of clients each with 1 to a million
tickets with the choice to filter by all tickets,
open tickets, closed tickets or a date range. Simple
client drop down search feature. Upper form holds
basic client/company information and lower subform
holds specific ticket information. Lower subform also
holds sub company and contact information for flexible
tracking of sub contracting work activity. Has a alert
level, problem category grouping for reports, parts
total, labor total, grand total, problem description,
resolution description and one click opening of help
desk view for service support as seen in Process Four.
PROCESS
THREE
Developed
a Company / Sub Company form to group contact information
for each client in an easy to use data entry form.
Facilitates easy sub contracting tracking in the
administrative view. Main company join is entered
with one click drop down access. Contact(s) information
for the Company / Sub Company is easily entered
into the 'one to many' datasheet subform at the
bottom of the this form.
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PROCESS FOUR
Designed a vertical ticket view to enable the 'on
the phone' help desk to easily see the specific ticket
contact info, date opened, date last modified and
by who. Inside the easy to read and edit memo fields
are the existing problem and resolution notes. In
the bottom half is a knowledge base search button
allowing for past resolution searches by category
or keyword with each of these allowing filters by
client and / or date range.
PROCESS
FIVE
Developed
a Security Administration form (only launches
for Admin level logins) and workflow that
makes creating or deleting users and passwords
very simple. Also has a pdf helf file
for any needed clarifications.
Then
on login the user only has to enter
his username and password to be allowed
entry into the Help Desk Software. This
also allows the administrator to create
layered security and only allow users
to do, see and work where is necessary.
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PROCESS
SIX
Added a sub line item
parts datasheet accounting form where the user
can add 1 part cost or 1 million part costs to
a specific ticket. Parts can be added by simply
choosing them from the first drop down textbox.
When the user is finished adding parts and quantites,
then on close of this form the total parts costs
is calculated and inserted into the final parts
sub total textbox on the specific ticket line
in the admin horizontal view.
To add
part types to the PartID drop down textbox (just above)
we included a double click event on the PartID textbox
that opens an add / edit / delete parts datasheet
form that will allow the managers to easily add 1
to a million parts (plus their costs). When this form
is closed the newly added parts info will then show
up in the PartID drop down textbox.
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PROCESS
SEVEN
